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Forecasted Average Service Time VS Actual Average Service Time
First, the average service time shows how much of your team's time is spent working on calls. It includes two values: the average call duration and the average post-call time. It is important to understand whether there is a need to spend this or that post-call time, given that time is the most precious resource. And no matter how well your team closes deals over the phone, you should know the post-call time spent. Because this will determine how many people you need to properly handle each order.

Now let's compare the average service time forecast with the actual time and get the call center team productivity indicator. This is the result of the call center's work, which largely depends on the department's motivation. And the head of the online store is responsible for it.

Thus, the comparison of forecast and actual is the second most important indicator for determining the required number of people in a department.
This is probably the most popular metric for many industries. In pay-per-click advertising bolivia whatsapp number database campaigns, its equivalent is cost per click, while lead generation marketers talk about the cost of each lead.” When calculating the cost of processing a contact, do not consider whether the contact has converted to a sale or not. Converting a contact into a buyer, for the purposes of this metric, is
Customer Satisfaction
This is a metric of overall customer satisfaction as a result of interactions with the call center. Measuring customer satisfaction not only allows you to get feedback, but also gives you insight into how to improve your product range, offers, and other aspects that could create your competitive advantage. And maintain it in the future.